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Frequently Asked Questions
About Our Products
Are your products made to order?
Yes! All House of Llama items are printed on demand just for you. This means we don’t keep large stocks, reducing waste and making every product more unique.
Where are your products made?
Orders are fulfilled in facilities across the United States and Europe. Your items will be shipped from the location closest to you whenever possible.
How do I choose the right size?
Each product page includes a sizing guide. Please review measurements carefully before ordering, as we can’t offer exchanges for ordering the wrong size.
I changed my mind, can I cancel my order?
We print on demand. Each product you see in our catalog is made on-demand—once you place an order, we produce it specifically for you.
This allows us to avoid overproduction and textile waste, and we pride ourselves on being part of the sustainable fashion movement.
Your items are being processed (printed) in almost real time therefore we cannot cancel anymore since they are already being made.
Please DO not place an order if you do NOT want the item/s you have ordered.
As per our policy, once you place an order there is no cancelation or a refund for accidental or test orders.
If you have any questions ask our friendly customer service, BEFORE you place an order.
Orders & Shipping
When will my order be shipped?
Production usually takes 2–7 business days. Once your order is ready, it ships out immediately.
How long does shipping take?
Delivery time depends on your location:
- USA: 3–5 business days
- Canada: 6–15 business days
- Europe: 3–10 business days
- Worldwide: 10–20 business days
Please note these are estimates and don’t include weekends, holidays, or customs delays.
How much is shipping?
Each product page includes a sizing guide. Please review measurements carefully before ordering, as we can’t offer exchanges for ordering the wrong size.
Where do you ship from?
Charlotte, North Carolina, and Los Angeles, California, in Canada—Toronto, Ontario, and at our Europe locations in Riga, Latvia, and Barcelona, Spain.
Can I track my order?
Yes! You’ll receive a tracking link by email once your order has shipped.
Can I change my order?
Yes you can, but you have to be quick (30mins). Once your order is being printed or shipped out, unfortunately we cannot change the order anymore. So if you need a change of size, contact our support team immediately here. Remember to mention your order number when contacting our support team.
Returns & Refunds
Do you accept returns or exchanges?
Because our products are made to order, we do not accept returns or exchanges for buyer’s remorse, wrong size, or preference changes.
What if my item arrives damaged or incorrect?
Please contact us within 30 days of delivery at support@houseofllama.net with your order number and photos of the issue. We’ll be happy to replace or refund any defective, misprinted, or incorrect items.
My tracking says delivered, but I didn’t receive my package—what should I do?
First, check with neighbors or other household members. If you still can’t locate it, contact the carrier directly. If you still can’t resolve it, email us within 10 days of the delivery date so we can help file a claim.
Payments & Security
What payment methods do you accept?
We accept major credit cards, PayPal, and other secure payment methods listed at checkout.
Is my payment information secure?
Yes. All transactions are processed using encrypted technology. We never store your payment details on our servers.
Custom Orders & Gifts
Can I customize a product or request special designs?
At this time, we do not offer custom design services. However, we regularly release new collections—be sure to subscribe to our newsletter!
Can I send an order as a gift?
Yes! You can enter a recipient’s shipping address during checkout. We don’t include printed invoices in the package.
Help Centre
We aim to provide the best quality in our products and services, here you can find some links that might help you find what you’re looking for:
If you have any specific questions or inquiries, send us a message here and we’ll get back at you as soon as we can. Please contact us at:
